**DESCRIPTION** **Job Summary:** Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer’s site. **Key Responsibilities:** + Establish and maintain productive customer relationships, ensuring prompt and efficient customer service. + Utilize specialized tools and documented procedures to diagnose and complete complex repairs at customer locations. + Perform preventative maintenance on engines and related components in the field according to schedules and standards. + Escalate unresolved technical issues to product specialists or supervisors. + Provide coaching, development, and knowledge transfer to technicians and apprentices; may review repair plans and parts lists. + Complete required documentation such as service worksheets, timesheets, warranty claims, and quality documents. + Identify and communicate additional sales and service opportunities with customers. + Maintain service vehicle and tools in proper operating condition. + Ensure compliance with all relevant Health, Safety, and Environmental policies and report any issues or incidents. **RESPONSIBILITIES** **Competencies:** + **Communicates Effectively:** Conveying clear and precise messages tailored to different audiences. + **Customer Focus:** Building strong relationships and delivering customer-centric solutions. + **Develops Talent:** Supporting employee development to meet career and organizational goals. + **Manages Complexity:** Analyzing complex information to resolve issues efficiently. + **Manages Conflict:** Addressing conflicts constructively with minimal disruption. + **Self-Development:** Actively pursuing new learning opportunities through formal and informal channels. + **Health and Safety Fundamentals:** Promoting and modeling proactive health and safety behaviors. + **Diagnostics Application:** Identifying and troubleshooting issues using specialized equipment and software. + **Electronic Service Tool Application:** Utilizing appropriate hardware and software tools for diagnostics and repairs. + **Engine Systems Interactions:** Analyzing electrical and mechanical system interactions for accurate diagnoses and repairs. + **Product Repair and Maintenance:** Conducting mechanical/electrical repairs using the required tools while adhering to standard repair times. + **Service Documentation:** Ensuring accurate record-keeping of customer, equipment, and technical service data. + **Technical Escalation:** Addressing technical issues efficiently and escalating as needed. + **Values Differences:** Recognizing and appreciating diverse perspectives and cultural contributions. **Education, Licenses, and Certifications:** + Apprentice Trained Engine Technician (Preferred). + Vocational diploma from a relevant technical institution. + Locally valid driving permit. + Licensing may be required for compliance with export controls or sanctions regulations. **QUALIFICATIONS** **Experience:** + Significant field service work experience. + Expert-level knowledge of and/or experience with engine products. + Customer service experience. + Experience providing technical advice and coaching to junior technicians (preferred). **Skills:** + Managing critical and hard-to-diagnose cases escalated from dealerships and sharing field learnings. + Acting as a subject matter expert on controls and electrical systems to enhance dealership response team capabilities. + Developing training and capability-building initiatives for dealership teams on engine control modules (ECMs) and electrical diagnostics. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2412279 **Relocation Package** No